Guest Service Agent

Hersha Hospitality Management LP•San Diego, CA

13d

About The Position

The Guest Service Agent greets, registers, and serves hotel guests in a friendly and courteous manner while following hotel, brand, and sustainability standards. The role supports guest satisfaction by handling check-in and payment processes, reservations, requests, and complaints, and may assist with breakfast service or luggage during busy periods or when staffing assistance is needed. The work schedule varies and may include holidays, weekends, and alternate shifts.

Requirements

Previous customer service experience or equivalent training is required.
High school diploma or equivalent preferred.
Knowledge of PMS systems preferred.

Nice To Haves

Knowledge of PMS systems.

Responsibilities

Greet guests promptly and offer assistance with their needs.
Register guests and assign hotel rooms.
Establish payment methods and verify credit.
Make and confirm reservations.
Compute bills, collect payments, and provide change.
Transmit and receive messages by telephone or through the PMS system.
Respond to guest requests in a timely manner.
Receive and resolve guest complaints, escalating them to a supervisor when necessary.
Secure guests’ valuables in the hotel safe or safe-deposit boxes when in-room safes are unavailable.
Perform bookkeeping activities, including balancing accounts and conducting audits.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Follow safe work practices, wear protective safety equipment, and comply with MSDS and OSHA standards.
Assist in the breakfast area or help guests with luggage when staffing assistance is needed or during peak periods.
Perform other duties as requested by management.